Senior Director, Order Operations and Fulfillment

About the Role

We are seeking a Senior Director of Order Operations and Fulfillment to drive the entire order-to-installation process at Brightspeed, ensuring maximum conversion of customer sales into completed installations. This leadership role demands oversight of critical operational metrics and collaborative efforts across various departments including Sales, Customer Experience, Field and Network Operations, IT, Marketing, and Planning. The goal is to resolve operational challenges, enhance capacity utilization, and streamline the order fulfillment journey to improve revenue and customer satisfaction.

Key Responsibilities

• Develop and sustain a culture prioritizing accountability, innovation, and continual improvement.
• Deliver clear, data-driven communications and executive briefings to senior leadership including the CEO.
• Build and manage a proactive team culture fostering ownership and collaboration.
• Lead change initiatives that promote adoption of technology advancements such as AI, automation, and improved processes.
• Own the full sales-to-installation cycle, striving for excellence and driving transformative operational improvements with urgency.
• Identify and implement strategies to increase installation conversion and reduce cancellations or fallout.
• Monitor all stages of fulfillment and swiftly address performance bottlenecks.
• Manage order processes by targeting root causes of fallout and enhancing workflow through automation and operational accuracy.
• Partner with field and customer experience teams to align technician capacity, optimize scheduling, improve appointment utilization, and increase first-time install success.
• Lead cross-functional governance, resolving systemic operational issues by collaborating with multiple departments.
• Develop and maintain executive dashboards, analyze performance data to guide ongoing process enhancements, and leverage Lean/Six Sigma methods.
• Drive the introduction and scaling of AI, digital tools, and automation to elevate efficiency and customer experience.

Qualifications and Skills

• Bachelor’s degree in Business, Operations, Engineering, Supply Chain, or related fields.
• Over 8 years of progressive leadership in operations, sales operations, service delivery, or telecommunications.
• Proven track record in large-scale cross-functional operations and complex project leadership.
• Strong data analytics and operational problem-solving capabilities.
• Experience with performance management through KPIs, dashboards, and governance.
• Ability to influence senior stakeholders without direct authority.
• Familiarity with Lean, Six Sigma, or similar process improvement methodologies preferred.
• Advanced skills in data visualization and reporting tools such as Power BI, Tableau, SQL, and Excel.

Leadership Competencies

• Enterprise mindset and ability to influence cross-functional teams.
• Focus on operational excellence and customer-centricity.
• Data-driven decision making and strong accountability.
• Effective change leadership and executive communication skills.
• Commitment to continuous improvement.

Performance Metrics

• Conversion rate from sales to completed installations.
• Reduction in order fallout and customer cancellations.
• Installation lead time and interval performance.
• Technician capacity utilization and appointment success rates.
• First-time installation completion and overall revenue realization.

Company Overview

Brightspeed is innovating residential and business internet connectivity by upgrading copper networks to fiber optics across 20 states in the Midwest and South. Supported by Apollo Global Management, Brightspeed’s mission is to provide faster, more reliable internet to underserved rural regions along with outstanding customer service.

Additional Information

Brightspeed offers a dynamic work environment recognized as a Top Workplace in Charlotte, NC. They support flexible working arrangements including remote, hybrid, and on-site roles that prioritize talent acquisition regardless of location. The company promotes wellness through comprehensive benefits including medical, dental, vision, life insurance, employee assistance programs, 401K with matching, and voluntary benefits.

Inclusion and belonging are core to Brightspeed's cultural philosophy, affirming their commitment to diversity and equity. They are an Equal Opportunity Employer welcoming applicants with disabilities and veterans, providing accommodations upon request.